Outsourced tech support is dreadful, never have I had a good experiance with it Take today for example, I had to call Dell for 2 printers at my store, 1 needs a new transfer roller because it is low, and the other is totally dead. The one that needs a new transfer roller is an easy fix one would think! Instead I have spent 20 minutes explain that you do not need to troubleshoot for that, so far I have not succeeded.
Tech support really has begun to suffer in an effort to help companies to maximise profit, and growth. It really is a shame because the end user loses out in the end.